Important Centrepay deduction information
We have identified that Synergy has received Centrepay deductions through Services Australia against approximately 3,500 inactive customer accounts, resulting in overpayments.
This was unintentional, and we sincerely apologise.
Our immediate priority is to identify all impacted customers and where refunds are due, to ensure the relevant Centrepay account holder is refunded as soon as we can.
At a time when cost of living pressures are affecting many Australians, we deeply understand the significance of this issue, and have a dedicated team in place to urgently rectify the matter.
We are committed to keeping you, our customers, updated as information becomes available. The information below outlines how we’re supporting impacted customers. You can check back on this page for the latest updates.
This was unintentional, and we sincerely apologise.
Our immediate priority is to identify all impacted customers and where refunds are due, to ensure the relevant Centrepay account holder is refunded as soon as we can.
At a time when cost of living pressures are affecting many Australians, we deeply understand the significance of this issue, and have a dedicated team in place to urgently rectify the matter.
We are committed to keeping you, our customers, updated as information becomes available. The information below outlines how we’re supporting impacted customers. You can check back on this page for the latest updates.
Online form
We’re working to identify and contact all impacted customers. If you believe you may be affected, please complete the form below.
Frequently asked questions
We’ve compiled information to help you understand the situation and how it may affect you.
- What happened?
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We identified that we have received Centrepay deductions through Services Australia against approximately 3,500 inactive customer accounts, resulting in overpayments being received by Synergy.
We’re taking this matter extremely seriously and are committed to rectifying it with transparency and urgency. - Who is affected by this issue?
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The issue affects certain customers who had Centrepay deductions through Services Australia to pay their Synergy account between 2009 and March 2025. We’re currently reviewing all accounts with Services Australia to identify those impacted and will notify impacted customers directly.
- How many customers are impacted by this issue?
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Our analysis to date has identified approximately 3,500 current and former customers who are impacted by this issue. We recognise the seriousness of the issue and have a dedicated team in place to rectify this matter with urgency.
- How did this happen?
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We’re currently conducting a thorough review of the incident. One purpose of the review is to understand how this occurred and the extent of the impact. We’ll use the review findings to take steps that can prevent this from occurring again.
- Is my account affected?
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If your account is affected, we are contacting you directly, where available. If we don’t contact you, your account is likely not impacted. However, if you have concerns, please complete the form above, and we’ll contact you.
- Will I get a refund?
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Yes, where refunds are due, the relevant Centrepay account holder will be refunded as soon we can.
- How can I contact someone about this issue?
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You can complete the form above with your details, and we’ll contact you as soon as we can. We’re committed to assisting you with any questions or concerns you might have.
- What are you doing to ensure this doesn’t happen again?
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We’re conducting a thorough review, a purpose of which is to understand how this occurred and the extent of the impact. We’ll use findings to prevent this from occurring again.
- Why didn’t you notify customers sooner?
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Upon understanding the scale of the issue, we acted quickly to identify impacted customers and contact them directly. Our priority is to rectify the issue quickly and transparently, and provide customers with the right information to help them.